Call Center Agents Aim to Balance Service and Identification

Credit unions’ desire to always help their members is playing into the hands of fraudsters, who are taking advantage of call center agents by spoofing member IDs in order to take over their accounts. In this first installment of a two-part series, we’ll look at how credit unions are addressing caller identification.

The “2019 State of Call Center Authentication” from the Portland, Ore.-based caller authentication and fraud prevention systems provider TRUSTID, a Neustar company, reported 51% of financial services respondents recognized the phone channel as the primary source of account takeover attacks…


More than half of financial services industry respondents, and 32% of all respondents, recognized the phone channel as the primary source of account takeover attacks in a new call center report.

The “2019 State of Call Center Authentication,” from Portland, Ore.-based caller authentication and fraud prevention systems provider TRUSTID, a Neustar company, revealed evolving criminals’ tools and tactics, and call center leaders intentions to fight back while preserving the customer experience…


December 19, 2018

The social engineering part of cybercrimes will become more rampant and the final countdown for knowledge based authentication begins in TRUSTID’s, top five fraud and customer authentication predictions for 2019.

The Portland, Ore.-based provider of caller authentication and fraud prevention systems for contact centers, wrote, “In 2018, it seemed hardly a day went by without a report of another major data breach. According to the Identity Theft Resource Center, the first half of 2018 saw 668 confirmed data breaches representing 22.41 million records exposed…”

September 19, 2018

Voice fraud rates climbed at more than 350% since 2013 across several industries, including banking. Various causes share the blame including new voice tech, and the rise in significant data breaches.

Atlanta based voice authentication firm Pindrop its “2018 Voice Intelligence Report” detailed developments in fraud, the future of voice and the bearing on customer service across numerous industries revealed the voice fraud rate increase through 2017 showed no signs of slowing down. Additionally, between 2016 and 2017, overall voice channel fraud increased by 47%, or one in every 638 calls.

June 15, 2018

By nature, criminals who choose to commit their crimes over the internet are on a mission to find new and creative ways to simultaneously defraud both consumers and companies. It doesn’t help that traditional contact center authentication methodologies are easily circumvented by social engineering, which enables fraudsters to prosper.

The average smartphone or laptop computer is biometrically protected via fingerprint identification. Consumer-facing websites can only take credit cards via PCI-compliant mechanisms, and many demand two-factor authentication to access consumer accounts. In data centers, companies spend tens of millions of dollars, are subject to rigorous regulatory oversight, and face massive liability issues if they don’t effectively guard access to banking, insurance, medical and numerous other sources of highly sensitive personally identifiable information (otherwise known as PII). Yet when users contact their credit union (or any of the other above-referenced organizations), all they need to supply is basic personal information – the same information that an experienced hacker can glean, often from public domain sources or simple social engineering, in minutes…